Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
The Digital Service Network (DSN) recently sat down with the Maryland Family and Medical Leave Insurance (FAMLI) team to learn more about an exciting role they’re hiring for.
The Better Government Lab at the McCourt School of Public Policy at Georgetown University has developed a new scale for measuring the experience of burden when accessing public benefits. They offer both a three-item scale and a single-item scale, which can be utilized for any public benefit program. The shorter scales provide a less burdensome way to measure by requiring less information from users.
Hear perspectives on topics including centering beneficiaries and workers in new ways, digital service delivery, digital identity, and automation.This video was recorded at the Digital Benefits Conference (BenCon) on June 14, 2023.
Design justice rethinks design processes, centers people who are normally marginalized by design, and uses collaborative, creative practices to address the deepest challenges our communities face.
